• Lead CS strategy and execution for Enterprise (Majors) and Financial Services customers, ensuring consistent value delivery across highly complex, multi-stakeholder environments • Guide customers through platform adoption, enterprise transformation, and long-term value roadmaps aligned to business and regulatory priorities • In partnership with our VP of CS, serve as executive sponsor for top accounts, guiding strategy and value realization, championing long-term “art of the possible” platform vision, and actioning risk • Drive the strategy and governance model for renewal and retention across Enterprise and Financial Services segments, ensuring forecast accuracy, visibility, and accountability at scale • Design and institutionalize frameworks and processes for proactive risk detection, mitigation, and executive escalation, enabling early intervention and predictable outcomes • Deliver on expansion performance through a scalable, value-based engagement strategy that aligns key stakeholders on measurable business outcomes • Operationalize our CS vision for a standardized, proactive, outcome-driven engagement model across Enterprise and Financial Services, ensuring consistent execution of Premium and Signature Experiences • Champion Signature Experience with our largest, most complex customers; working in partnership with Sales leadership to develop and execute a joint strategy to achieve revenue targets • Leverage partnerships with Solution Success, Digital Success, and CX to identify opportunities to scale value delivery while preserving high-touch where it matters most • Serve as a trusted partner to Sales leadership (CRO, SVP Sales, Sales VPs) across Enterprise and Financial Services segments • Co-own strategic Account Planning with Sales, aligning customer value priorities, forecasting methodology, renewal strategy, and expansion opportunities • Lead and participate in joint executive QBRs, ensuring a unified narrative across Customer Success and Sales • Set the vision and lead a multi-layer Customer Success organization through strong people leadership, clear role accountability, and a culture of performance, growth, and customer impact • Establish clear operating cadences for renewal forecast, customer health, adoption, and risk management that drive clarity, predictability, and scale • Ensure consistent use of customer insights and tooling to drive proactive engagement, data-driven accountability, and consistent delivery of Premium and Signature engagements